Overview
ArrivHQ uses a two-tier role system. Tenant roles control organization-wide access. Property roles control what a member can do within each assigned property. Owners and admins bypass property-level checks entirely — they have full access to every property.
How it works
Tenant roles
Every team member has exactly one tenant role:
| Tenant Role | Access Level |
|---|---|
| Owner | Full access to all properties, team management, and billing. At least one owner must exist at all times. |
| Admin | Full access to all properties and team management. Cannot manage billing. |
| Member | Access limited to assigned properties only. Permissions depend on their property role for each assignment. |
Property roles
Members are assigned a property role on each property they can access. Owners and admins do not need property roles — they have full access automatically.
| Property Role | What they can do |
|---|---|
| Manager | Full property access: view and edit property details, reservations, expenses, revenue logs, work logs, mileage logs, checklists, inventory, and damage claims. Manage calendar sync, access packs, and bank sync connections. Use AI support chat. |
| Cleaner | View property and limited reservation details. View and complete assigned checklists. View damage claims and upload damage photos. |
| Bookkeeper | View property, full reservation details, expenses, revenue logs, mileage logs, and inventory. Create expenses, revenue logs, and mileage logs. Create exports. View damage claims. Use AI support chat. |
| Maintenance | View property and limited reservation details. View and complete assigned checklists. View damage claims and upload damage photos. |
| Viewer | Read-only access to property details, limited reservation info, work logs, mileage logs, expenses, and damage claims. |
Tenant-level permissions
| Permission | Owner | Admin | Member |
|---|---|---|---|
| Manage team (invite, remove, change roles) | Yes | Yes | No |
| Manage billing (change plan, add packs) | Yes | Yes | No |
Property-level permissions by role
| Permission | Manager | Cleaner | Bookkeeper | Maintenance | Viewer |
|---|---|---|---|---|---|
| View property | Yes | Yes | Yes | Yes | Yes |
| Edit property | Yes | — | — | — | — |
| View full reservation details | Yes | — | Yes | — | — |
| View limited reservation details | Yes | Yes | — | Yes | Yes |
| Create/edit/cancel reservations | Yes | — | — | — | — |
| View all work logs | Yes | — | — | — | Yes |
| Create work logs (any type) | Yes | — | — | — | — |
| View all expenses | Yes | — | Yes | — | Yes |
| Create expenses | Yes | — | Yes | — | — |
| View all mileage logs | Yes | — | Yes | — | Yes |
| Create mileage logs | Yes | — | Yes | — | — |
| View all checklists | Yes | — | — | — | — |
| View assigned checklists | — | Own only | — | Own only | — |
| Complete assigned checklists | Yes | Own only | — | Own only | — |
| Manage checklists | Yes | — | — | — | — |
| Create exports | — | — | Yes | — | — |
| View damage claims | Yes | Yes | Yes | Yes | Yes |
| Create/edit damage claims | Yes | — | — | — | — |
| Upload damage photos | Yes | Yes | — | Yes | — |
| View revenue logs | Yes | — | Yes | — | Yes |
| Create revenue logs | Yes | — | Yes | — | — |
| View inventory | Yes | — | Yes | — | — |
| Manage inventory | Yes | — | — | — | — |
| Connect bank sync (Plaid) | Yes | — | — | — | — |
| Approve/dismiss transactions | Yes | — | — | — | — |
| Manage calendar sync (iCal) | Yes | — | — | — | — |
| Manage access packs | Yes | — | — | — | — |
| Use AI support chat | Yes | — | Yes | — | — |
Limits & requirements
- Every organization must have at least one active owner at all times.
- You cannot demote or disable the last remaining owner.
- Only owners can promote someone to the owner role or demote someone from it.
- Property role assignments only apply to members. Assigning a property role to an admin or owner has no effect.
FAQ
What does "Own only" mean for checklists? Cleaners and maintenance members can only see and complete checklists that are specifically assigned to them. They cannot view checklists assigned to other team members.
Can a member have different roles on different properties? Yes. A member might be a Manager on one property and a Cleaner on another. Their permissions are evaluated per property.
What happens when a property is archived? Members with property assignments on an archived property retain read-only access to historical data. They cannot create or edit records on archived properties.
Can admins manage billing? Yes. Both owners and admins can access billing settings, change plans, and manage property packs.
Who can use the AI support chat? Owners, admins, managers, and bookkeepers. Cleaners, maintenance, and viewers do not have access to the AI support chat.
Who can connect bank accounts (Plaid)? Owners, admins, and managers. Bank sync connections are scoped to properties -- a manager can connect and manage bank sync for their assigned properties.
Who can manage calendar sync and access packs? Owners, admins, and managers. These features are scoped to properties -- managers can manage them on their assigned properties.